Beyond Numbers: Listening to Patient Voices in Tuscany with Prems

Delivering high-quality, patient-centered care that aligns with individual needs and expectations is a key objective for healthcare systems worldwide. Traditionally, clinician-reported measures have been the primary benchmarks for assessing patient experience, yet they often fail to capture the nuances and diverse perspectives of the patients themselves. To address this gap, Patient-Reported Experience Measures (PREMs) have emerged as powerful tools that transform our understanding and response to patient experiences. This study aimed to analyze PREMs collected from patients discharged from ordinary hospitalization in the Central Tuscany Health Authority (USL Toscana Centro) in 2023. Data were collected via a web-based survey administered post-discharge, incorporating both closed-ended and open-ended questions about patient experiences and suggestions for improvement. Key dimensions analyzed included hospital reception and stay, staff interactions, ward conditions, and the recognition of the positive impact of staff on the patient’s experience. A total of 12,670 open-ended responses were qualitatively analyzed using MAXQDA software. Out of 10,273 patients who responded to the survey, most expressed satisfaction with their care, particularly regarding kindness, respect, and overall quality. However, areas for improvement were noted, including waiting times, access to information, and care coordination. This study offers valuable insights into patient experiences within the Tuscany Central Health Authority, providing a foundation for enhancing patient-centered care.